Fidelity Investments

Compensation

Full Description

Job Title: Senior Systems Services & Support Company Overview: Fidelity Investments is a leading financial services corporation dedicated to helping clients achieve their financial goals through innovative technology and exceptional service. With a commitment to integrity and excellence, Fidelity fosters a collaborative environment where employees can grow and make a meaningful impact. Role Overview: As a Senior Systems Services & Support Engineer, you will play a critical role in maintaining and supporting Fidelity’s telephony environment. You will be part of the EC3-PS team, providing 24x7x365 production services support for voice, chat, email platforms, and digital call recording, ensuring seamless communication and operational continuity. What You'll Do: - You will provide expert production support for telephony systems, including voice, chat, and email platforms. - You will monitor and troubleshoot issues in real-time to minimize downtime and service disruptions. - You will collaborate with cross-functional technical teams to resolve complex system problems. - You will participate in on-call rotations to ensure 24x7x365 support coverage. - You will document incidents, resolutions, and system changes to maintain accurate records. - You will assist in the implementation and testing of system upgrades and patches. - You will contribute to continuous improvement initiatives to enhance system reliability and performance. - You will mentor junior team members and share knowledge to build team expertise. What You Bring: - Minimum of 5 years of experience in systems support or production services, preferably in telephony or communication platforms. - Strong knowledge of voice, chat, and email systems, including digital call recording technologies. - Experience with 24x7 production support environments and incident management. - Proficiency in troubleshooting complex technical issues and working under pressure. - Excellent communication and collaboration skills to work effectively with diverse technical teams. - Ability to document technical processes clearly and maintain detailed records. Bonus Points If You Have: - Experience with cloud-based telephony solutions and VoIP technologies. - Familiarity with scripting or automation tools to streamline support tasks. - Certifications related to telephony systems or IT service management (e.g., ITIL). - Prior experience mentoring or leading support teams. What We Offer: - We offer a dynamic and inclusive work environment that values innovation and teamwork. - We offer competitive compensation and comprehensive benefits packages. - We offer opportunities for professional development and career growth. - We offer flexible work arrangements to support work-life balance. - We offer access to cutting-edge technology and resources to excel in your role. Ready to Apply? If you are passionate about supporting critical communication systems and thrive in a fast-paced environment, we encourage you to apply. Please submit your resume and cover letter through our careers portal at Fidelity Investments.